Eight questions to... Chris Lear, Kia Motors UK

LEAR: My role encompasses all operational and commercial elements of aftersales. I am responsible for the parts and accessories business, customer services, warranty, technical support, quality and the commercial development of the service and repair business, along with aftersales support of our dealer network via a team of field managers.

LEAR: I consider my overall challenge is to ensure an environment in which the aftersales business for Kia and its dealer partners can continue to flourish. Within this overriding objective, there are of course many challenges. Improving customer retention is a key challenge, as it guarantees future success in what is a highly competitive market. However, a significantly growing vehicle parc (as Kia is experiencing) combined with improving customer retention can then create capacity challenges, not only at dealers, but also at the manufacturer side. The challenge is to continue to grow, cope with that continual growth and always delight customers such that the business cycle is sustained, while making a profit, of course.